OpinionLab

SEPTEMBER 12, 2017

However, since NPS first started making waves in the market around 2003, it’s held a position of power in many organizations. Customer-initiated feedback: Straightforward, uncomplicated and highly effective (Jon Snow). He punches above his weight, in much the same way as customer-initiated feedback.

NPS 94

NPS Effort Score Net Promoter Score Survey 94

Storyminers

JULY 6, 2020

Augie Ray is a Vice President Analyst covering customer experience (CX) for marketing and CX leaders. In 2003, her book Starting an eBay Business For Dummies appeared on the BusinessWeek list of best-selling paperback business books. Stacy’s journey to CX began in 2013 due to a fortuitous reorganization at Verizon.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

Storyminers

JULY 6, 2020

Augie Ray is a Vice President Analyst covering customer experience (CX) for marketing and CX leaders. In 2003, her book Starting an eBay Business For Dummies appeared on the BusinessWeek list of best-selling paperback business books. Stacy’s journey to CX began in 2013 due to a fortuitous reorganization at Verizon.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

Lumoa

APRIL 3, 2018

The Net Promoter Score (or NPS) was designed by Fred Reichheld in 2003 to measure loyalty. That time, customer experience management was still unknown to the most of the business doers. Soon after, NPS gained popularity and used to be implemented everywhere: from customer service interaction to every individual customer touchpoint.

Net Promoter Score 337

Net Promoter Score NPS Touchpoint Feedback 337